Crowne Plaza Newcastle Tops the League for Customer Satisfaction

Posted on the 29 March 2016

Crowne Plaza Newcastle – Stephenson
Quarter is the top performing hotel within its group in the UK and is among the
top 10 in Europe.

The 251-bed luxury hotel located at
Stephenson Quarter, near Newcastle Central Station, is the best performing for
customer satisfaction among all the UK mainland Crowne Plazas and 9th
in Europe out of the 82 hotels in the Intercontinental Hotels Group (IHG).

The hotel
was officially opened last November when North East business leaders, civic
dignitaries, and senior management of IHG and the hotel, came together to celebrate
the completion of the first phase of the £200m Stephenson Quarter development –
a visionary project led by property developer Clouston Group.

Hotel
management revealed then it had more than £1m confirmed business on its books
and a further £2m holding space going into 2016. To date, Crowne Plaza
Newcastle – Stephenson Quarter has successfully delivered events for more than 10,000
delegates.

General manager, Andrew Fox said: “To be
no 1 in the UK for customer satisfaction within our group of prestigious hotels
is a major coup for the staff and team but also for Newcastle which is aiming
to attract more visitors and provide an excellent visitor experience.

“When we started the journey of opening
the hotel around a year ago, one of our aims, aspirational at the time, was to
be the first UK based Crowne Plaza in the top 10 in Europe for customer
satisfaction. We’re achieving that and are delighted.

“This achievement is down to the
customer centric philosophy we’ve adopted in Newcastle, and of course reflects
the commitment the management team has made on recruiting and training some
great hospitality ambassadors. Now that we’ve set the bar so high the challenge
is maintaining that quality of service and driving continual improvement.”

Michelle Percy, managing director of
Stephenson Hotel Ltd and director at Clouston Group, said: “The success of
Crowne Plaza Newcastle – Stephenson Quarter is down to our early vision and
determination that this would not simply be a high quality corporate hotel but
would be a beacon for the city, raising the bar for excellent customer service.
We’ve taken a global brand, placed it in Newcastle and added to it by embracing
some of the best elements from the North East.”